Read time: 3 Minutes
Hope from Cheadle Hulme Dental joined Louise for a chat recently about how DenGro helps support them and their team.
Thanks for joining me today Hope, you’re one of the two TCOs at Cheadle Hulme. Have you always worked in the dental industry?
No, before I joined the practice in May 22 I managed hair salons. I started here as a receptionist for about two months and then this role came up and they just thought I’d be okay for it.
That’s great, and do you remember how and when DenGro was introduced to you?
I was on reception. I’d help the girls with new enquiries if their workload was a lot. So I got to use the system for the first time.
When got new enquiries, we used to email them first. So if someone was interested in whitening, we would send them an email with all of our whitening costs and offer them a consultation. Then later that day we’d call them as they’d already have that correspondence from us before we call.
When I became a TCO that’s when I learned how to handle follow-ups using DenGro in full and seeing how the system works.
Amongst your colleagues was there any early resistance to using DenGro?
No. It’s a really good system that’s thorough and that does exactly what you need it to do. We can get a little bit busy with enquiries, this morning I had about 36 new leads and in-between patients I’m also doing follow ups. Sometimes it’s hard to manage in that way, but that’s just because we’re really busy.
Everything’s pretty straightforward and I like following the instructions. I know that sometimes if me and my colleague (TCO) are busy and need help, one of the nurses can help with DenGro as it’s just so easy to follow the instructions. If people are not trained on DenGro, they can still grasp it pretty much straight away.
That’s good to hear. And so what was the biggest difference using DenGro has made?
That you can track all of your leads, you do it on a time frame that suits you. So we follow up weekly. And if we call and they don’t answer, then we’ll follow up a week later with an email then another week later with another call. It’s much better than just writing details down and hoping that you’ll remember to follow them up.
So, we’re keeping track of everything. And we’ll do things systematically and you know it pretty much does the job for you really, doesn’t it!
That’s great to hear. What do you most like about DenGro?
I think it’s really helpful that you’ve got a heads up about what every lead needs to be contacted about. Its set up so that not just cold calling someone, they are expecting you to call.
Because there’s some patients that haven’t answered the phone or email that day, I can set the time to call them back in a few days, maybe a week – so I stay in control and organised.
It’s still a warm lead and you can manage your own follow up times.
Are there any improvements you’d like to see?
No, I see DenGro as a really simple system that does everything that you need it to do for you. Self-explanatory. I personally don’t see a need to improve it.
That’s great to hear, thanks Hope!